G2

Sushil Kumar P.

Manager of Customer Experience

Mid-Market (51-1000 emp.)

5/21/2025

"One of the best CRM tool available for Customer Experience"

5/5

What do you like best about Kapture CX?

User friendly UI, easy to integrate multiple Social media platforms, telephony, auto QA and KB feature Review collected by and hosted on G2.com.

What do you dislike about Kapture CX?

Takes little more time for initial setup. Review collected by and hosted on G2.com.

What problems is Kapture CX solving and how is that benefiting you?

Kapture CX has helped us centralize and streamline our customer support operations across multiple channels. Prior to using Kapture, managing tickets, follow-ups, and tracking customer issues was fragmented and time-consuming. With Kapture’s omnichannel support and customizable workflows, we’ve significantly reduced response times, improved resolution rates, and gained better visibility into customer pain points.

The platform’s automation capabilities — like intelligent ticket routing, canned responses, and performance dashboards — have enhanced agent productivity and allowed us to scale support without proportionally increasing headcount. Additionally, the insights from Kapture’s reporting tools help us make data-driven decisions to improve service quality and customer satisfaction.

Overall, Kapture CX has enabled us to provide faster, more personalized support, which directly contributes to higher CSAT scores and improved customer retention. Review collected by and hosted on G2.com.

Response from Navneet Kaur of Kapture CX

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We're thrilled to hear that Kapture CX has been instrumental in streamlining your customer support operations and improving your overall customer experience. Thank you for highlighting the user-friendly UI, omnichannel support, and automation capabilities as some of the key benefits. We understand that the initial setup may take some time, and we appreciate your feedback on that. We're constantly working to enhance the onboarding process to make it more efficient for our customers.